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New York Life Insurance introduces mobile customer self-service offering

November 1, 2010

The Virtual Service Center

The Virtual Service Center

New York Life Insurance Co. has added mobile enhancements of its customer self-service Web site for policy and account owners.

The enhancements make it is much easier for customers to view policy and investment information, transfer funds and change future payment and investment allocations from their Web-enabled mobile devices.

“Our strategy is to provide our customers with options in the way they initiate service requests,” said Gary J. Miller, senior vice president and head of individual policy services at New York Life, New York.

“Our customers can still receive excellent service by phone or even by the postal system,” he said. “But now they can receive the quickest and perhaps the most convenient service through their mobile devices which we are very happy to provide.”

New York Life Insurance Co., a Fortune 100 company founded in 1845, is the largest mutual life insurance company in the United States and one of the largest life insurers in the world.

New mobile features
Customers can get detailed information about their insurance policies, annuities and variable products, including cash value, premium payment and beneficiary information in a form that is automatically optimized for viewing on their mobile device by screen size and resolution.

The VSC at now joins and for a comprehensive mobile offering.

Account holders can view account summaries and services, look for New York Life agents and offices, read articles and view videos about the company on all three mobile sites.

“We believe that as our customers become more and more familiar with the ease of using their mobile devices to interact with us that our call center volume is likely to decrease,” Mr. Miller said. “More and more customers and potential customers are expecting to do their financial business through their mobile devices.

“We must be able to provide this capability,” he said. “It adds convenience because customers can communicate with us from any location where their mobile devices have service and the response is immediate.”

“The challenges for customers are really limited to their skills using their mobile devices. For New York Life, our greatest challenge will be maximizing the functions that are available on mobile devices over time.”

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Giselle Tsirulnik is senior editor at Mobile Commerce Daily and Mobile Marketer. Reach her at

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